Forrester’s analysis of six current Amazon customers found that Amazon Connect reduced
contact center costs, deflected and streamlined calls, improved visibility, simplified management,
and boosted customer experience (CX) — while providing dependability and agility at scale.
Ultimately, a composite organization modeled after the interviewed organizations with 6 million
annual calls reduces costs by 31% and achieves a 241% ROI over three years by replacing its
legacy cloud solution with Amazon Connect.